The Trusted Firm: How Consulting Firms Build Successful Client Relationships
"This book is essential for both client and consultant to understand the pitfalls to avoid and the conditions neccessary for successin todays' complex, multi faceted project environment."
-- Peter Hill, Chief Executive, Management Consultancies Association
"The Trusted Firm presents a compelling blueprint for the consulting firm of the future. From concepts to tactics, this book shows firm leaders why and how to rethink their businesses to earn client trustthe ultimate market differentiator."
--Michael W. McLaughlin, Editor, Management Consulting News and author of Guerrilla Marketing for Consultants
"Fiona, astute observer, commentator of the management field, provides insight and clarity to the chaos of rapid changes in our clients' evolving demands and how our firms can most effectively respond to them.
A must-read for understanding data on contemporary client demands; a valuable contribution to our field. Czerniawska explicates the dynamics of the three-pronged relationship between the client, the consultant and the firm. She explains why each aspect of this tri-partite relationship is equally significant in the successful engagement."
--Elizabeth Ann Kovacs, President & CEO, Association of Management Consulting Firms
About the author.
Part I INTRODUCTION.
1 The changing client–consultant relationship.
2 Promises, promises: excellent relationships from a client perspective.
3 The invisible firm.
4 The trouble with the status quo.
5 The client–consultant–consulting firm relationship.
Part II PEOPLE.
6 Personal chemistry and relationship skills.
7 Recruitment, retention and remuneration.
Part III PROCESS (1): MARKETING AND SELLING.
8 Brand versus specialization: the race to the top?
9 Handling the sales process.
10 Thought leadership: as much culture as intellect.
Part IV PROCESS (2): DELIVERY.
11 Managing consulting projects.
12 Three types of teamwork.
13 When is a methodology not a methodology?
14 Innovation – beyond the borrowed watch?
15 The two-way mirror: listening and talking to clients.
16 Partners and parents.
Part V VALUES.
18 Living the values, valuing the lives.